Front Desk Agent Representative - The Springs Resort & Spa

Description

The Springs Resort & Spa is seeking a professional and service-oriented Front Desk Agent / Guest Service Representative to join our Front Office team in Pagosa Springs, Colorado. This position plays a critical role in delivering exceptional guest experiences by managing arrivals and departures, responding to guest needs, and ensuring accurate account handling in a dynamic resort environment.

This role requires strong communication skills, attention to detail, and the ability to provide warm, consistent hospitality while maintaining operational accuracy.

• Welcome guests in a courteous and professional manner upon arrival and departure.
• Accurately process check-ins and check-outs using the property management system (PMS).
• Verify guest information, room assignments, rates, and payment methods.
• Provide detailed information about resort amenities, dining, spa services, and local attractions.

• Respond promptly and professionally to guest inquiries, requests, and concerns.
• Coordinate with Housekeeping, Engineering, Spa, and Food & Beverage to fulfill service requests.
• Assist with billing inquiries, room changes, and service recovery situations.
• Identify opportunities to enhance the guest experience through personalized recommendations and upselling when appropriate.

• Handle cash, credit card transactions, and guest accounts in accordance with company procedures.
• Maintain accurate and organized guest records within the PMS.
• Complete required shift reports and documentation.
• Follow safety, key control, and confidentiality procedures.
• Support operational needs during peak occupancy periods.

• Communicate effectively with supervisors and colleagues to ensure smooth daily operations.
• Participate in training sessions and team meetings.
• Uphold resort service standards and contribute to a respectful, team-oriented workplace.

• High school diploma or equivalent required.
• Previous hotel, resort, or customer service experience preferred.
• Experience with property management systems (PMS) preferred.
• Strong verbal and written communication skills.
• Basic computer proficiency and ability to learn new systems.
• Ability to manage multiple tasks in a fast-paced environment.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.

• Ability to stand and walk for extended periods during a shift.
• Ability to use computers and office equipment for prolonged periods.
• Ability to occasionally lift or move items weighing up to approximately 25 pounds.
• Ability to remain calm and professional in high-demand guest service situations.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The Springs Resort & Spa is an Equal Opportunity Employer